Order Cancellation Policy
At Asfala (https://asfala.com/), we pride ourselves on our high-velocity fulfillment system. Our logistics team, operating out of 6725 Marguerite St, Juneau, AK 99801, begins processing orders almost immediately to ensure we meet our 1-day handling commitment. As a result, the window for canceling or modifying an order is extremely limited.
Customers have a maximum of 2 hours from the time of order placement to request a cancellation. Once an order has entered the "Processing" or "Shipped" status, it can no longer be canceled through our administrative system.
01. How to Request a Cancellation
To cancel your order within the 2-hour window, you must contact our support liaison immediately. Please follow these steps:
- Send an email to [email protected].
- Use the subject line: URGENT: Order Cancellation - [Your Order Number].
- Include your full name and the reason for cancellation in the body of the email.
Requests made outside of our support hours (Monday – Saturday | 8:00 AM – 7:00 PM EST) will be reviewed at the start of the next business day in the order they were received.
02. Cancellations After Shipping
If your order has already been dispatched from our Juneau facility, we are unable to stop the shipment in transit. In this scenario, you must wait for the package to arrive and then follow our Return & Refund Policy. Please note that shipping fees for returned items in these cases are the responsibility of the customer.
03. Modifications to Orders
Similar to cancellations, modifications (such as changing a shipping address, updating an item size, or adding/removing products) must be requested within the 2-hour window. We cannot guarantee that modifications will be successful once the order data has been synced with our warehouse picking system.
04. Cancellation by Asfala
We reserve the right to cancel any order for reasons including, but not limited to:
- Inaccurate or insufficient billing/shipping information.
- Suspected fraudulent activity (flagged by our payment gateways).
- Product unavailability or stock discrepancies.
If Asfala cancels your order, you will be notified via the email address provided, and a full refund will be issued immediately to your original payment method.
05. Refund Processing for Canceled Orders
For orders successfully canceled within the allowed window, a full refund will be initiated. While we release the funds immediately, it typically takes 3-7 business days for the transaction to reflect in your bank or credit card balance, depending on your financial institution's policies.